At Eisai, satisfying unmet medical needs and increasing the benefits healthcare provides to patients, their families, and caregivers is Eisai’s human health care (hhc) mission. We’re a growing pharmaceutical company that is breaking through in neurology and oncology, with a strong emphasis on research and development. Our history includes the development of many innovative medicines, notably the discovery of the world's most widely-used treatment for Alzheimer’s disease. As we continue to expand, we are seeking highly-motivated individuals who want to work in a fast-paced environment and make a difference. If this is your profile, we want to hear from you.
The Manager, IT Lab Support will play a pivotal and expanding role in the support of global pre-clinical discovery, process development and QC labs at Eisai. Reporting to the Exton IT Business Partner, Global R&D IT, the hands-on Manager will lead and direct management of key service and solution delivery for all the Labs at the Exton site. Critical to success will be to continue the track record of providing familiar and effective support of lab, , and dependent services to enable Eisai’s evolving discovery mission. This lead by example approach is vital, as Eisai identifies, defines, and implements service and support structures in line with a completely redefined, collaborative global IT approach.
Essential Functions
Pilot Plant and Lab Support
Support and troubleshoot Pilot Plant automation, Lab PCs and process and execution for lab workflow on device attached systems.
Partner with Lab Operations, facilities in planning changes to the Pilot Plant and Labs
Partner with Site QA in the GMP validation of Lab automation.
Document GMP documentation as per Exton SOPs.
Partner with Infrastructure Services and IT Security for Infrastructure services such as network support, storage, IT security controls on all Lab PCs.
Manage vendor relationships, including escalation.
Manage specialized device lifecycle, including onboarding/Offboarding, coordinate the upgrade process when applicable, and plan for end-of-life, when necessary
Manage data security and continuity requirements and delivery.
Manage Scientific IT Services and Support
Ensure effective delivery of Exton device-connected Endpoints, and supporting inventory ensure effective lifecycle, deployment, security, backup.
Oversee software/patch testing and release process for lab software.
Lead the Helpdesk delivery and escalation process, identify opportunities to resolve issues in the most timely/effective manner.
Participate in and/or Lead Continuous Service Improvement processes as part of Exton IT service delivery lifecycle.
Ensure quality of service delivery through the generation of periodic support metrics on support quality and escalation
Participate in budget planning and management for associated services.
Ensure support and end-user facing documentation and resources are effective and up to date.
Requirements
- Work Experience and Education
- Minimum of 10-15 years of IT experience
- Minimum of 5 years providing IT support in a research environment, preferable biological sciences
- Minimum of 5 years providing IT support in a GxP environment.
- Communication, Organization and Problem-Solving Skills
- Strong customer service ethic is critical to success. Ability to effectively manage service delivery and quality issues is required.
- Strong interpersonal communication skills and the ability to work directly with people at many levels across the organization.
- Ability to organize, prioritize, and collaborate effectively in a constantly changing environment.
- Strong problem-solving and technical mentoring skills are essential. As is taking ownership to ensure timely resolution, a strong sense of urgency, and the ability to plan, organize, delegate, and successfully execute in an environment under time and resource pressures.
- Domain Knowledge
- Experience supporting Windows 7 and 10 computers in an Active Directory Domain environment.
- Experience with research applications (Waters, Agilent, Leica, Perkin Elmer, ThermoFisher, Scitex)
- Familiarity with Lab management solutions, ELN and LIMS
- Experience with Service Now a plus
- Knowledge of Bartender is a plus.
Eisai is an equal opportunity employer and as such, is committed in policy and in practice to recruit, hire, train, and promote in all job qualifications without regard to race, color, religion, gender, age, national origin, citizenship status, marital status, sexual orientation, gender identity, disability or veteran status. Similarly, considering the need for reasonable accommodations, Eisai prohibits discrimination against persons because of disability, including disabled veterans.
Eisai Inc. participates in E-Verify. E-Verify is an Internet based system operated by the Department of Homeland Security in partnership with the Social Security Administration that allows participating employers to electronically verify the employment eligibility of all new hires in the United States. Please click on the following link for more information:
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